Dive Brief:
- FedEx is aiming to ease the holiday stress with tracking tools for packages, Chief Customer Officer Brie Carere said during a Q2 2024 earnings call Tuesday.
- More than 365 million packages this holiday season have a picture showing proof of delivery — referred to as PPOD — sent to the customer after the drop off.
- “PPOD and other digital tools such as estimated delivery time window and FedEx Delivery Manager, provide customers with peace of mind when it comes to holiday shipments,” Carere said on the call.
Dive Insight:
Customer experience remains top of mind for FedEx during the final days before Christmas, as it looks to maintain its delivery service and help shoppers remain confident their gifts will arrive in time with its digital tracking tools.
This year’s peak season has been “more aggressive” than last, but FedEx has maintained an average ground delivery time in the U.S. of 1.94 days, according to President and CEO Raj Subramaniam. The logistics giant says it hasn’t run into any hiccups during the holiday rush and has been receiving positive feedback from customers.
FedEx will maintain its service-first mindset into the new year by focusing on offering convenient and seamless options for returns during the post-holiday season, according to Carere.
The company will continue to improve the last-mile experience with the rollout of a new tracking API in early 2024, according to Carere. This service is expected to offer greater last-mile visibility for brands and their customers, but neither executive provided further details on the call.
